Stale session fault

Last night my broadband simply stopped. I tried another router, same thing. apparently syncing fine and getting atm but not making a ppp. Left the router off for an hour and hald while I watched match of the day. Still same.

This morning still the same but now not even getting ATM activity.decided I would try a chat with PlusnetYou are now chatting with Dan H.Dan H: Good morning, I'm Dan H. How can I help you today?DUNCAN LEWIS: hi DanDUNCAN LEWIS: I'm having problems connecting to my ADSLDan H: sorry to hear thatDUNCAN LEWIS: It was working fine then suddenly not. I get a line synch but the thomson modem says there is no ATM actiityDan H: lets start with the router. Can you confirm what the broadband and internet lights are doingDUNCAN LEWIS: sure. the broadband light is staticDUNCAN LEWIS: internet is offDan H: ok - that usually indicates an issue with the credentials in the router or some sort of auth fault on our side.Dan H: I would say that the best bet to diagnose the issue would be http://faults.plus.netDan H: this will ask you to check the basic things and will test the line for a faultDUNCAN LEWIS: are you able to confirm my PPP login details?DUNCAN LEWIS: maybe something has changed?Dan H: I need to access your account. Can I ask you to confirm the username of the account and could I ask you to confirm the 1st and 4th characters of your password please?DUNCAN LEWIS: a/c username@plusdsl.netDUNCAN LEWIS: password e, nDan H: ADSL usernameDan H: username@plusdsl.netDan H: [password redacted]Dan H: is the passwordDUNCAN LEWIS: yup that is what i have been usingDan H: they are correct thenDUNCAN LEWIS: yesDUNCAN LEWIS: nothing is indicated on my account? Maybe my bill wasnt paid or something?Dan H: The account is all up to date from what I can see. Based on what I can see, it is a possible stale session faultDUNCAN LEWIS: not heard of that before, what would cause that?Dan H: basically, it is where the exchange thinks you are connected, but the router knows it isn't. It happens sometimes but can usually be resolved by completing some checks - it involves test usernames and such. All the details are in the faults link aboveDUNCAN LEWIS: ok then, thanks for your help. have a good dayDan H: It's been great chatting with you today. Plusnet really values your feedback. Please click the "End Conversation" button at the top right of your screen to answer a few questions about your experience with us today. Enjoy the rest of your day!I try the fault checker thing but its not working at all: "Broadband Troubleshooter - Error. There's been a problem. Please try using the Broadband Troubleshooter again in a short while. If you continue to have problems please contact our Support Team for help"Anyone any ideas what a stale session fault is and how long it will take to correct?.dick:green Username removed from a public forum.

Re: Stale session fault

jelv,You are correct, PN can kill stale sessions - I think that the chat agent ought to have done this especially given that they suggested it.Stale sessions remain a significant issue which I do not feel have been adequately addressed - especially in the circumstances of a major outage as in the loss of one or more gateways!Kevin

Re: Stale session fault

@jelv and @TownmanGot back on with another chat agent. explained the problem, mentioned the advise of the other agent, and your comments and he did a quick ppp kill and I'm back online.Thanks for your advice or I wouldnt have bothered the chat agents again and wouldnt have my connection back on now.